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7 days a week, and in real time It is so substantial that customers often find answers to their questions without opening cases But even if a case has to be opened, the level of knowledge and customer information available to the agent is substantially improved via the customer application profiles Real-time dashboards manage the helpdesk operational load, view specific customer statistics, and give BigMachines the means to gather data in support of their process and product improvement projects Trend and pattern identification that aids in the successful solution to customer problems is considerably easier to see than in the past There were some side results that not only benefited customers but also provided some efficiencies of scale for BigMachines For example, they were able to handle twice the amount of customers with no increase in staff That s more efficient They were able to meet their time to response of two hours for all cases and measure it where they couldn t before That s more efficient They were able to improve their customer satisfaction scores significantly from 2007 to 2008 That s more effective They had a nearly 100 percent customer renewal rate That s way more effective

10 is ten times as much as 01); but in binary, each place to the left is a power of two greater This is probably best shown in Figure 6-1

11111111 255 11100000 224 00000000 0 00000000 0

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The objectives and goals set out by senior management around being responsive to customers, improving operational efficiencies, and controlling the organizational scaling were met 100 percent They did it on time and on budget something rarely said of any implementation, CRM or otherwise What should you take away from this This was as close to a perfect implementation that I ve seen, so see it as a paradigm, a model for you to use on what should go right Without any doubt, things will go wrong in your implementation no disrespect intended But BigMachines provides a benchmark to start from and a useful example of how to go about things step by step, though your steps won t be identical

Figure 6-1: Comparison of decimal and binary place values Binary also uses only two numbers for each place: one and zero This is because, in a numbering system based on powers of two, there can be only two values for each digit; so an example of a binary number is 100010100 Now, because most of us were probably taught to understand numbering using the decimal system, to understand binary, we will need to convert it to decimal This, again, isn't that difficult First, let's examine how to establish what the decimal representation of a number actually is In other words, how do we know 762 is seven hundred sixty-two This is fairly basic We know that anything in the hundreds place is that number multiplied by 100 This gives us 700 And anything in the tens place is multiplied by 10 This gives us 60 Finally, anything in the ones place is multiplied by 1 This gives us 2 If we add them all together (700 + 60 + 2), we have the full number, 762 Binary is the same way If we have the binary number 1100, we know, based on the place values, that anything in the eights place is multiplied by 8 (1 x 8 = 8), anything in the fours place is multiplied by 4 (1 x 4 = 4), anything in the twos place is multiplied by 2 (0 x 2 = 0), and anything in the ones place is multiplied by 1 (0 x 1 = 0) Now we add them all together (8 + 4 + 0 + 0), and we get 12 So 1100 in binary equals 12 in decimal

Here's another important point to keep in mind: any numbering scheme is infinite because numbers never stop Therefore, we need to know how to figure out the place values for any number This is also pretty easy In binary, every time you go one place to the left, you simply multiply by 2 This is shown in Figure 6-2

So your new subnet mask used by all six networks (we actually need only four networks) is 25522400 Now that we have determined that we have to take three bits, we then figure out all the on/off states of three bits The following should be the on/off states of three bits (I have also filled in all the host bits at the same time)

That s about it for this chapter, dudes and dudesses But there s one important final piece It s what Peter Churchill tells you to take away from this chapter

Figure 6-2: Example of multiplying by 2 to find unknown place values Finally, let me show you some shortcuts to binary conversions First, if you are trying to figure out how many values (numbers) are in a given number of binary digits (bits), you can simply multiply the value of the most significant bit (MSB) the last one to the left by 2 (LSB stands for least significant bit, or "littlest one") This tells you how many individual numbers are represented by that number of bits An example is shown in Figure 6-3

second octet (binary)

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